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Frequently Asked Questions

About this service

It is a set of online tools for you to check which service is right for your symptoms,
get immediate self-help advice, find out what other services can help you
or send an online consultation to your GP practice. It may help manage certain conditions, without the need to attend
the surgery in person.

This is when you send your practice a completed web form about a condition from the website. The practice then calls you or emails you by the end of the next working day to offer you advice, tell you whether you need an appointment or offer
you a prescription.

The online consultation service

Anyone can use the health information provided on this site. However, the online consultation service is only for patients registered at this practice aged 16 and over; and for parents or legal guardians of children over 6 months.

Is it safe?

GPs at your practice personally review all requests and have access to your medical records enabling
them to make a safe decision regarding the right course of treatment for you. If they have any doubt, they
will ring you or ask you to see them in person.

We have selected the conditions where certain presentations are safe to treat without necessarily bringing you into
the surgery. We use health information and questionnaires that have been quality assured by a panel of
experienced doctors and pharmacists. The consultation questions are very thorough, alert you and your
doctor to any dangerous symptoms, and also consider which medications are unsuitable for you, for example:
if you are pregnant or breast feeding.

The privacy requirements relating to confidentiality and security of your information are the same
as for a face-to-face consultation. This website is secure and does not share any data about you without your consent.

How does it work?

During office hours, the practice will aim to review your request the same day. However, this may not always be possible
so the practice have set a target of contacting you by 6:30PM
on Thursday, 20th of December at the latest.
Any consultations submitted on the weekend will be reviewed on Monday. If you are still waiting to hear from
your practice after this time, please telephone the practice or follow the link in your confirmation email.

The practice will call you or email you. Please note that a call from your practice may sometimes appear on your phone as "Blocked", "No caller ID" or "Private number". And don't forget to check your junk email folder.

Yes, if that pharmacy has an arrangement with your practice to collect prescriptions. The practice may also be able to send
your prescription electronically to a pharmacy of your choosing (discuss this with them when they contact you).

This service is for new problems and for recurrences of existing problems, for which a prescription may be offered. It is not for routine repeat prescriptions which should be requested in the normal way.

Security

Our entire website runs within a secured connection (256-bit SSL), so any information you enter
into the system is transmitted in encrypted form. Your details are then transferred to your practice
via a TLS-encrypted connection. If you would prefer not to complete the online questionnaire
please give the practice a call and they will be happy to provide you with alternative options to resolve
your health concern.

We do not store any identifiable medical information about you. If you have opted to take our survey,
we temporarily store your email address and name, so we can send the survey to you after 7 days.
We store this data encrypted in our database, and delete it once the survey has been sent.

Our servers are protected behind a firewall. We ensure we always apply all relevant security patches.
We have regular audits by a security consultant to ensure we are adhering to best practice
(both in regards to our servers, and to our application).